Guidelines for Improving Airport Services for International Customers (2016)

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155 C H A P T E R 5 The connecting passenger experience in the United States is different from many other countries, particularly for international arriving passengers connecting to domestic or inter- national flights. In the United States, all international arriving passengers connecting to other flights must go through the CBP inspection process, claim their checked baggage, and recheck it with the airline operating their connecting flight. Connecting passengers arriving on a U.S. domestic flight or a precleared flight and connecting to an international flight are processed in the same way as international departing passengers, except they do not need to go through the ticketing/check-in process. The purpose of this chapter is to provide airport stakeholders with guidelines specific to the unique needs of connecting passengers, whether arriving via international or domestic/ precleared flights, so the appropriate services and facilities can be provided to enhance their airport experience. 5.1 Overview of the Connecting Passenger Journey Segment The connecting passenger journey segment, as illustrated in Figure 5-1, focuses on the pro- cesses customers experience after they have completed the CBP inspection process or upon their arrival on a domestic flight along the way to their departing flight. International arriving passengers connecting to another flight must recheck their checked baggage and go through the security checkpoint before they can proceed to their departure gate. Customers arriving on domestic or precleared flights do not have to claim their checked baggage and may or may not have to go through the security checkpoint before they can proceed to their departure gate, depending on the location of their departure flight and configuration of the airport terminals. The journey of an international arriving passenger connecting to a domestic or international flight includes the following steps: • Pre-arrival planning (described in Chapter 4) • International arrivals corridor (described in Chapter 4) • Passport control (described in Chapter 4) • International baggage claim (described in Chapter 4) • CBP exit control (described in Chapter 4) • Airline recheck • Security screening (described in Chapter 3) • Post-security concessions and amenities (described in Chapter 3) • Departure gate (described in Chapter 3) Connecting Passengers

156 Guidelines for Improving Airport Services for International Customers The journey of a domestic arriving passenger connecting to an international flight includes the following steps: • Pre-arrival planning (described in Chapter 4) • Domestic arrival • Security screening (if necessary, described in Chapter 3) • Post-security concessions and amenities (described in Chapter 3) • Departure gate (described in Chapter 3) 5.1.1 Customer Needs and Expectation Customer Needs: Connecting passengers experience the airport as both arriving passengers and departing passengers. These passengers could be transitioning between two international flights arriving on an international flight and departing on a domestic flight, or arriving on a domestic/precleared flight and departing on an international flight. In the first two cases, these passengers will experience the following processes: passport control, baggage claim, baggage re-check, and wayfinding to their departure gate. As described in Chapters 2 and 4, some of the challenges these passengers may experience include travel anxiety, jet lag, travel fatigue, culture shock, and language barrier. Travel anxiety research has shown about one-third of passengers who experience travel anxiety identified the customs and baggage claim processes as the source of their anxiety (McIntosh et al. 1998). FAA reports indicate medical emergencies are generally caused by stress related to flight delays, border control inspection, security screening, and baggage handling (McIntosh et al. 1998). In addition, connecting passengers may also have potential feelings of anxiety about the amount of time before their next flight. The complexity of the journey through an airport has an effect on passenger satisfaction with their experience in the building. Research has shown there is a strong correlation between time spent waiting in line and passenger satisfaction ratings; and depending on the effectiveness of the wayfinding system, the passenger experience may be stressful or enjoyable (Cave et al. 2013). In the survey, all passengers were asked to rate their overall satisfaction with the airport. Most departing and arriving passengers rated their overall satisfaction as “Excellent” or “Very Good” (76 to 77 percent, respectively). Conversely, about half of those passengers making a connection between two international flights had a similar positive experience (55 percent), as shown in Figure 5-2. Connecting passengers also had lower ratings of satisfaction with walking distance, waiting time, ease of wayfinding, and helpfulness of staff as compared to departing and arriving passengers. The survey findings confirm that due to the complexity of their journey through Source: ACRP 03-35 Research Team Figure 5-1. Connecting passenger journey segment.

Connecting Passengers 157 the airport, traveling through CBP inspection, baggage claim, security screening, and traveling between arrival gate and departure gate, connecting passengers are more likely to have a stressful experience as compared to those passengers simply departing or arriving at that airport. Passenger Expectations: According to the survey, about one-third of passengers could only read a little or no English (34 percent). For passengers connecting between two international flights, most passengers (86 percent) expected they would have to go through border control at that airport, but less than half (45 percent) expected they would be required to collect their baggage at that airport and then re-check it after clearing border control. Nearly all passengers expected they would have to go through security (92 percent), as shown in Figure 5-3. In the survey, connecting passengers were asked to rate the relative importance of 15 airport features. As shown in Figure 5-4, the most important features were ease of wayfinding (87 percent), helpful staff (84 percent), and FIDS (84 percent). The least important features included shopping and restaurants (32 percent) and short walking distances (40 percent). For long layovers between flights, international connecting passengers may expect to find that the facilities in overseas airports may not be available at airports in the United States (e.g., transfer lounge, hotel within the airport, showers, spa, movie theater, etc.). Source: ACRP 03-35 Research Team Figure 5-2. Passenger survey results: Overall satisfaction with the airport (ratings of “Excellent” or “Very Good”). Source: ACRP 03-35 Research Team Go Through Security Go Through Border Control Claim and Recheck Baggage Figure 5-3. Passenger survey results: Connecting passenger expectations regarding required airport processes.

158 Guidelines for Improving Airport Services for International Customers 5.2 Airline Recheck to Security Checkpoint International arriving passengers connecting to another flight need to recheck their baggage with the airline before proceeding to the security checkpoint. Once this is complete, they can proceed to a security checkpoint designated for connecting passengers or one in the terminal where their flight is departing. 5.2.1 Key Activities As connecting passengers exit the CBP facilities, they need to determine where to recheck their baggage and confirm which terminal their next flight is departing from. Once these activities are complete, they can proceed to the security checkpoint serving their departure gate. 5.2.2 Customer Needs and Expectations After exiting the CBP facilities, passengers require directional information to the airline baggage recheck point. Given this procedure is unusual for many foreign passengers, this should be a primary destination on directional signage and be available in multiple languages. In the survey, it was determined that one-third of connecting passengers speak very little or no English. Also, because many foreign passengers may not expect this additional step in the connection process, these passengers are more likely to experience elevated levels of anxiety if they must wait in line to drop off their bags. Flight information screens for departing flights are important at this location to provide passengers with information about the status of their upcoming departing flight. 5.2.3 Customer Service Person-to-person customer service during this journey segment is commonly provided by airport customer service representatives and airline agents at the recheck counters. Basic Requirements Customer Service Representatives: Airport operators should position customer service rep- resentatives near the CBP exit to direct connecting passengers to the recheck counters or provide information about where their airline is located so they can recheck their baggage. Customers commonly exit the CBP area in a steady flow and may follow the person in front of them by default. The customer service representative can provide active guidance to connecting passengers to reduce congestion and cross-flow at the CBP exit. Source: ACRP 03-35 Research Team Figure 5-4. Passenger survey results: Most important airport features to connecting passengers.

Connecting Passengers 159 Customer service representatives may also be positioned within the airline recheck area to provide customers with directions about how to reach their departure gate and where they should go through security. As shown in Figure 5-5, the customer service representatives would ideally be located near the FIDS monitors as customers are likely to stop and determine what gate or terminal their flight is departing from. Airline Agents: Airline personnel should be located at the recheck counters and at the entry to the recheck area to inform passengers about the requirements and processes for rechecking their baggage. In many cases, checked baggage is tagged to the final destination and the customer only has to deposit their baggage with the airline rather than standing in a queue at the counters (see Figure 5-6). Other customers may need to change travel arrangements due to flight delays or other issues and must see an agent to complete the transaction. Source: ACRP 03-35 Research Team Figure 5-5. Customer service representative positioned near the FIDS for connecting passengers at Atlanta International Airport International Terminal. Source: ACRP 03-35 Research Team Figure 5-6. Airline agents in the baggage recheck area at Los Angeles International Airport Tom Bradley International Terminal.

160 Guidelines for Improving Airport Services for International Customers 5.2.4 Physical Environment The physical environment of this journey segment should facilitate natural wayfinding and minimize any impediments to passenger flow. Basic Requirements Natural Wayfinding: The most important aspect of natural wayfinding for connecting passengers as they exit the CBP facilities is a direct line of sight to the airline recheck counters as shown in Figure 5-7. This will minimize the natural tendency for customers to pause after they exit the CBP facilities to assess which direction they need to go next. In cases where the recheck counters are not within the line of sight when passengers exit the CBP facilities, very clear directional signage should be provided, as shown in Figure 5-8. Source: ACRP 03-35 Research Team Figure 5-8. Directional signage that separates connecting passengers and terminating passengers at JFK International Airport Terminal 4. Source: Photo courtesy of Gresham,Smith and Partners Figure 5-7. The airline recheck counters are in direct line of sight as connecting passengers exit the CBP facilities at Atlanta International Airport International Terminal. Floor patterns and ceiling lighting reinforce the natural wayfinding.

Connecting Passengers 161 Airline Recheck Location: Because many customers will be using baggage carts, it is preferred that the airline recheck counters be located on the same building level as and immediately after the international baggage claim and CBP exit, but just prior to the exit to the Arrivals Hall. If this is not possible, long, shallow ramps or sloped floors should be used to provide a continuous flow of passengers from the CBP exit to the airline recheck counters. Unimpeded Passenger Flow: To maintain smooth passenger flow, the area outside the CBP exit should be large enough for passengers to pause briefly and assess which direction they need to go to reach the recheck counters. As shown in Figure 5-9, clear circulation paths should be provided through the airline recheck area so customers in queue at the counters do not impede the flow of other customers. Special consideration should be given to the number of customers that could be in queue during irregular operations where many customers may need to change their travel itinerary. Connecting Passenger Security Checkpoint: The security checkpoint for connecting passen- gers would ideally be located immediately after the airline recheck area (as shown in Figure 5-10), especially for customers whose connecting flight is departing from the same terminal. Airports with a secure connection between all terminals should provide a security checkpoint immediately after the airline recheck area to maximize customer convenience. For those airports with mul- tiple terminals without a secure connection, a kiosk with gate locations, directions, and walk time information should be provided, as shown in Figure 5-11. Smaller international terminals should consider combining the recheck checkpoint with a primary departing passenger security check- point to optimize staffing. 5.2.5 Information Dissemination As discussed previously in this chapter, the survey results indicate that international connect- ing passengers experience more difficulty than arriving or departing passengers. The survey also indicates that the majority of international passengers making a connection did not expect to recheck their baggage after completing the border control process. The combined survey results for wayfinding and connecting passengers indicates that to meet customer needs and expecta- tions, information should be communicated effectively at these points in the travelers’ journey. Accommodations for communicating with passengers with LEP should also be considered. Source: ACRP 03-35 Research Team Figure 5-9. Clear circulation path in the airline recheck area at Dallas/Fort Worth International Airport Terminal D.

162 Guidelines for Improving Airport Services for International Customers Source: ACRP 03-35 Research Team Figure 5-10. Location of the security checkpoint for connecting passengers at Atlanta International Airport International Terminal. Source: ACRP 03-35 Research Team Figure 5-11. Information kiosk in the airline recheck area providing gate location and walking directions for connecting passengers at Boston Logan International Airport Terminal E.

Connecting Passengers 163 Basic Requirements The best wayfinding is intuitive but very few airport terminals are designed to take advan- tage of natural wayfinding like the International Terminal at the Atlanta International Airport (see Figure 5-7). More commonly, the architecture determines the passenger flow and it varies at each airport, which requires wayfinding information to be communicated. Therefore, when evaluating how to communicate information at this journey segment to the international con- necting passenger, keep in mind the basics of the three Vs of communication: • Visual communication through clear directional signage; see Figure 5-8 • Verbal communication using customer service representatives can be positioned at key decision points; see Figures 5-5 and 5-6 • Virtual communication using: – FIDS listing airport-wide flight schedules; see Figure 5-5 – Kiosks with gate locations, directions and walk time information; see Figure 5-11 – Airport website; see Figure 5-12 – Airport and/or airline apps Connecting Passenger Guides: The first step in international travel is to book the flights and plan for the trip. Some airports offer helpful guides on their websites to assist the traveler and familiarize them with the airport. Heathrow Airport’s website is a prime example. The website motto is “Making every journey better.” Connecting passengers can select their inbound and outbound terminals and the website provides a step-by-step plan to guide them to their outbound flight (Figure 5-12). The website lists the estimated connection time and includes a video that sets clear expectations, step-by-step. The passengers are introduced to the purple color-coding used in signs for connecting passengers, so by the time they physically arrive in the terminal, passengers already know what color signs to follow (Figure 5-13). Heathrow Airport’s website also offers a simple but entertaining animated video to educate unfamiliar travelers about what to expect and look for when making their connection. 5.2.6 Airline Recheck to Security Checkpoint Journey Segment Evaluation Tool Figure 5-14 provides a summary of the basic requirements and notable innovations described earlier for the airline recheck to security checkpoint journey segment. The items are provided in chronological order to give an indication of when or where they should occur in the customer experience for this journey segment. 5.3 Domestic Arrival to International Connecting Flight Domestic arriving passengers connecting to international flights commonly are provided the same information as domestic passengers connecting to domestic flights. While there are no basic differences in the processing requirements for these customers, consideration should be given to how familiar a customer may be with making flight connections at U.S. airports as well as their ability to communicate in English. 5.3.1 Key Activities There are essentially no activities unique to domestic passengers connecting to international flights as compared to domestic passengers connecting to domestic flights. These customers

164 Guidelines for Improving Airport Services for International Customers Source: http://www.heathrowairport.com/heathrow-airport-guide/flight-connections Figure 5-12. Example of connecting passenger guides on Heathrow Airport’s website.

Connecting Passengers 165 require information about their connecting flight, including up-to-date flight time, gate location, and directions to the departure gate. 5.3.2 Customer Needs and Expectations After deplaning at their arrival gate, connecting passengers need the following information: the status of their next flight (e.g., on time, delayed), the location of their next flight (terminal and gate), what options are available to get there (e.g., walk versus ride), and how much time would it take to reach their gate. Although short walking distance was not identified as being very important by most passengers in the survey, connecting passengers were much more likely to express dissatisfaction about walking distances as compared to departing or arriving passengers. Depending on the airport, connecting passengers may be required to leave a secure area to get to their departure gate and they may not be expecting to do so. To avoid confusion and potential frustration about having to go through an additional security checkpoint, passengers should be provided with this information before they leave a secure area. 5.3.3 Customer Service Person-to-person customer service for these passengers is primarily delivered by airline gate agents who meet arriving passengers and provide information about connecting flights. Other forms of customer service should include information kiosks along the route to provide Source: ACRP 03-35 Research Team Figure 5-13. Purple color-coded signage reinforces pre-trip information from Heathrow Airport’s website and provides clear guidance for connecting passengers. Source: ACRP 03-35 Research Team Figure 5-14. Airline recheck to security checkpoint journey segment evaluation tool.

166 Guidelines for Improving Airport Services for International Customers customers with confirmation they are going in the right direction or information about ameni- ties and services along the way. This is particularly useful for airports with terminals that do not have a secure connection between terminals, which requires customers to exit the secure area and re-enter through a security checkpoint. Basic Requirements Airline Staff: Airline staff should be available at each arrival gate to provide connecting flight information and point customers in the direction of their departure gate. Information Kiosks: Information kiosks (Figure 5-15) provide walking directions and infor- mation about amenities and services available along the way by simply scanning a boarding pass. They are especially useful for customers connecting between terminals. 5.3.4 Physical Environment Walking distances and building level changes are key issues to consider for connecting passengers. Basic Requirements Passenger Conveyances: Inter-terminal connections can be especially arduous so a variety of passenger conveyances, such as moving walkways, electric carts, automated people movers, and shuttle buses, should be provided to reduce the physical and mental stress on customers. As indicated in Chapter 3, passenger conveyances should be provided for walking distances that are more than 1,000 feet or in long connecting corridors between terminals. Vertical Circulation: Building level changes should be accomplished with escalators and elevators, with elevators placed in prominent locations so customers can flow through them without making changes in direction. Long, shallow ramps and sloped floors should also be considered where applicable. Source: ACRP 03-35 Research Team Figure 5-15. Information kiosk in the airline recheck area providing gate location and walking directions for connecting passengers at Boston Logan International Airport Terminal E.

Connecting Passengers 167 5.3.5 Information Dissemination As discussed previously, navigating long walking distances and level changes are key drivers in the physical environment that affect the connecting passenger experience. To over- come these challenges, an airport needs a well-developed and thorough wayfinding strategy to effectively communicate the basic information to the traveler. A successful strategy evalu- ates how the three Vs of communication can improve the international connecting traveler experience. • Verbal communication: whether it is an actual information booth, roving information staff, or volunteers, some tangible source of verbal communication should be provided in the secure area with necessary multilingual support. • Visual communication: use traditional static signage to communicate to the passengers their current location in the airport, for example, include a header or a footer on directional infor- mation (Figure 5-16). • Virtual communication: FIDS can also incorporate a header or footer on each screen to display where the passenger is in the airport. Interactive directories can add more value by showing a passenger where they are, identify where they want to go, and whether it is better to walk or ride (Figure 5-17). Basic Requirements Where Am I? This basic wayfinding 101 requirement is critical for connecting passengers, specifically international travelers who are typically less familiar with their surroundings. For arriving domestic or precleared passengers, there tends to be little, if any, information commu- nicated about where they are in the airport. Using the three Vs strategy outlined earlier will help an airport provide the basic information of “Where am I?” Meeting Point: Related to the previously described scenario, but often overlooked, is the need for connecting passengers arriving from different originating cities to find one another upon arriving at different gates or in a different terminal. For example, some airports use an alpha prefix to identify gate numbers, which provides some information as to the terminal Source: Courtesy of Gresham, Smith and Partners Figure 5-16. Footers on static directional signs help passengers at Philadelphia International Airport know what terminal they are in.

168 Guidelines for Improving Airport Services for International Customers or gate location. Other airports use a numeric only gate designation that does not commu- nicate where the gate is located in the terminal. Even when the airport has provided clear information about the gate and terminal location, it is often not sufficient for international passengers to understand how to find one another. Communication tools like airport-wide FIDS and maps showing how to navigate between gate areas and terminals can bridge this gap (Figure 5-18). Source: Omnivex.com Figure 5-17. Maps on the interactive information kiosk at San Francisco International Airport show where you are, communicate options of whether to walk or ride, and highlight points of vertical transition. Source: Photo courtesy of Gresham, Smith and Partners Figure 5-18. Airport-wide FIDS showing both departures and arrivals at Atlanta International Airport.

Connecting Passengers 169 Source: ACRP 03-35 Research Team Figure 5-19. Domestic arrival to international connecting flight journey segment evaluation tool. 5.3.6 Domestic Arrival to International Connecting Flight Journey Segment Evaluation Tool Figure 5-19 provides a summary of the basic requirements and notable innovations described earlier for the Domestic Arrival to International Connecting Flight Journey Segment. The items are provided in chronological order to give an indication of when or where they should occur in the customer experience for this journey segment.